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Bill Roper's Journal
Good News, No News 
25th-Feb-2009 04:13 pm
So I called my insurance company this morning. They said that the dealership should be liable for damage that occurs when a vehicle is dropped on their property and that they carry insurance for just such occasions. This would suggest that the service manager that I was dealing with was -- you know, I keep trying to come up with a printable word to put here and failing. So you just imagine an appropriate word and I'll keep going.

My rep there sent me off to the claims line. The fellow I spoke to there said that there was little chance that the insurance company would pursue the dealership over a claim of this size, a fact of which the service manager was no doubt aware when he decided to stonewall me last night. But they'd get me an appointment with the glass folks they use to replace the windshield. I'd end up paying the $100 deductible on the work and could then suggest that maybe the dealership should, as he put it, man up and pay the deductible.

This afternoon, the windshield installer arrived. Well, it turns out that we'd had them replace this windshield back in 2006 after a bad encounter with a rock near Tucson, Arizona. And because there was no obvious reason for the windshield to have failed, replacing it is covered under their warranty for the original replacement windshield.

So it looks like we're not going to be out any money, just some sleep and stomach lining.

In the no news category, the dealership has yet to call me back, although the service manager there told me that he would be referring this up the chain. And that is something that's going to be referenced in the letter that I write tonight, along with the notation that this is my fourth and quite probably last Chrysler minivan, because I simply don't need to deal with the kind of service that I got from this particular "five star" dealership. Or the one that acquired our previous dealership where we bought the van.
25th-Feb-2009 10:41 pm (UTC) - question
Have you contacted the appropriate state agencies about the incident?
25th-Feb-2009 10:47 pm (UTC)
I mentioned my experience with a Chrysler dealer in the last response. Part of the fall out was that the dealership (now closed) lost its five star rating.
26th-Feb-2009 12:08 am (UTC)
Well, that much is good news.

I'm really sorry about the dealership treating you so...um..."poorly" I guess is a good word that won't teach your young darlings any bad habits. "Poorly."

What [whisper]jerks[/whisper]!
26th-Feb-2009 01:13 am (UTC)
You know, it's as if many dealerships just stopped trying. "Oh, they will buy from us, and they will *like* it".

It would have taken the manager not too long to check:
- Hmmm. Bought 4 cars.
- Hmmm. Brings them to dealership for service.
- Hmmm. Never had any issue with customer before.
- Hmmm. Maybe I shouldn't piss this customer off, especially given the current economic climate.
26th-Feb-2009 01:46 am (UTC) - dealer idocy
I'm assuming it's going to Chrysler in Auburn Hills, MI? (HQ)

Oh, for future reference, the Toyota minivan is within 1/4" on every major dimension between it and the Grand Caravan... and, they will probably have a hybrid by 2011.

We're definately going to look at one when this one bites the bullet.
26th-Feb-2009 03:27 am (UTC) - Re: dealer idocy
love our Sienna. LOVE it.
26th-Feb-2009 03:47 am (UTC) - Re: dealer idocy
did you have any of the previous generation Chrysler minivans? Comparisons?
We're on our 3rd Grand Caravan, and like this one the least.
26th-Feb-2009 09:35 pm (UTC) - Re: dealer idocy
We actually like ours quite a bit, but a lot of that is due to the stow and go seating.
27th-Feb-2009 01:25 am (UTC) - Re: dealer idocy
Yeah. That was a HUGE reason we traded in our green one for the silver one. They've been very useful, especially getting Kristen and her stuff back and forth to Madison.
26th-Feb-2009 03:29 am (UTC)
lemme make it easy for you.

2 phone calls need to happen.

1. Dealership owner. NOT the manager, the guy whose name is on the friggin sign. They are more accessible than you think.

Chrysler LLC
Chrysler Customer Center
PO Box 21-8004
Auburn Hills, MI 48321-8004
Toll free: 1-800-992-1997
Fax: 248-512-8084

See also: Chrysler LLC
Toll free: 1-800-992-1997

Ask for the vice President of customer relations, or whatever their title is for that job. You'll see results from THAT.
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